Director of IT Service Delivery

Overview

The Director of IT Service Delivery is a proven, high-impact leader, responsible for overseeing the stability, performance, and supportability of the production environment. This highly visible leadership role is accountable for the end-to-end health of the technology ecosystem, including service desk operations, production monitoring, ETL/data operations, and incident response.

As the primary owner of the “Run” phase of the technology lifecycle, the Director ensures platforms are stable, performant, and fully supportable for both internal teams and external financial institution partners. The role provides direct oversight of uptime, service performance, and incident response, while leading a cross-functional operations team and collaborating closely with Engineering, Infrastructure, and Product teams to maintain high standards for reliability, observability, and operational excellence.

Responsibilities

• Lead and develop teams across Service Desk, Application Support, ETL/File Operations, and Production Monitoring, ensuring strong accountability and service excellence.
• Own production health, including uptime, SLA adherence, incident trends, backlog health, and overall service performance.
• Establish and enforce operational standards for production readiness, ensuring all systems are fully monitorable, documented, and supportable prior to deployment.
• Design and govern monitoring and observability practices (APM, logging, alerting) to proactively detect and resolve issues before they impact clients.
• Lead incident and problem management, driving rapid resolution of issues while ensuring root cause analysis and permanent fixes are implemented.
• Own L2/L3 triage processes, including prioritization, escalation, and backlog management, while partnering with Engineering to drive systemic resolution of recurring issues.
• Oversee ETL and file operations, ensuring data integrity, accuracy, and timely processing of mission-critical client data.
• Serve as a key stakeholder in Change Advisory Board (CAB) processes, ensuring all changes meet operational and supportability standards.
• Lead 24/7 on-call and escalation processes, ensuring rapid and effective response to production incidents.
• Maintain operational documentation, runbooks, and procedures aligned with PCI compliance and audit requirements.
• Drive Business Continuity (BCP) and Disaster Recovery (DR) planning and readiness across the organization.
• Define and report on operational KPIs, providing clear visibility into system health and performance for executive leadership.
• Foster a culture of ownership, accountability, and continuous improvement across all operational teams.
• Coach and mentor team members to build technical depth, operational rigor, and strong service orientation.
  
  

Essential Skills And Experience

• 7 years of progressive experience in IT Operations, Service Delivery, or Production Support roles.
• 3 years in a leadership role managing production environments, support teams, or service delivery functions.
• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related technical field.
• Deep understanding of IT Service Management (ITSM), including incident, problem, and change management.
• Experience supporting data operations, including ETL processes, file transfers (SFTP), and data validation.
• Strong experience with monitoring and observability tools (e.g., Datadog, New Relic, Splunk, PagerDuty).
• Familiarity with cloud-based environments (AWS or Azure) and modern application architectures.
• Strong understanding of compliance frameworks, particularly PCI DSS.
• Experience with Business Continuity and Disaster Recovery planning and execution.
• Excellent communication skills with the ability to translate technical issues into business impact.
  
  

Preferred Skills And Experience

• ITIL certification (v4 Foundation or higher) preferred.
• Experience in financial services, banking, or credit union environments is a plus.
• Familiarity with ITSM platforms such as ServiceNow or Jira Service Management.
• Experience driving operational transformation or service maturity initiatives
  
  

Key Competencies and Attributes

• Proven ability to lead and develop cross-functional teams across Service Desk, Application Support, ETL/File Operations, and Production Monitoring, fostering accountability, technical depth, and service excellence.
• Direct accountability for production health, uptime, SLA adherence, incident management, and overall operational performance in complex IT environments.
• Expertise in establishing and enforcing operational standards for production readiness, monitoring, observability, change management, and compliance with frameworks such as PCI DSS.
• Skilled in leading incident response, root cause analysis, L2/L3 triage, and systemic issue resolution to maintain operational stability.
• Experience managing ETL processes, file operations, and mission-critical data workflows with accuracy, integrity, and timely processing.
• Competence in Business Continuity, Disaster Recovery, and operational KPIs, providing visibility into system health and readiness while driving continuous improvement.
• Ability to partner with Engineering, Infrastructure, Product, and executive leadership, translating technical issues into business impact and fostering cross-team alignment.
  
  

Work Arrangement

• Based at ampliFI’s Naperville, IL Corporate office, this hybrid role requires onsite reporting Tuesday-Thursday weekly.
  
  

Physical Requirements

This role involves sitting or standing for extended periods, using computers, phones, and other office equipment. Visual acuity and manual dexterity are needed for reading documents and handling materials. Occasional lifting of items up to 20 lbs. and frequent phone communication is required.

Other Duties

Duties, responsibilities, and activities are not all encompassing and may change at any time with or without notice. To perform this job successfully, an individual must be able to satisfactorily carry out each essential duty. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions

The compensation range listed below represents the potential salary for this role at the time of posting. However, the final salary may be higher or lower than the stated range, and this range may be adjusted in the future. An employee’s placement within the salary range will depend on various factors, including but not limited to relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any applicable collective bargaining agreements, and the needs of the business or organization. The salary range for this role is $150,000 to $165,000.

About AmpliFI

At ampliFI Integrity guides every decision, Curiosity drives innovation, and Advocacy ensures we always put our clients and teammates first. We foster a supportive, fun workplace where your contributions are valued, and your growth is encouraged.

ampliFI provides fully outsourced, customized credit and debit card loyalty programs exclusively focused on banks and credit unions nationwide. For nearly two decades, we have delivered compelling rewards programs, unique earn and burn opportunities and card-linked programs to leverage merchant funded offers. Here at ampliFI, we are always looking for more great people to be a part of the relentless pursuit of excellence in everything we do.

Benefits And Perks

• Competitive pay plus 401(k) with employer match
• Medical, dental, vision, and life insurance
• Voluntary café plans, including voluntary life, accident, hospital, critical care, and parking/transit options
• Tuition Reimbursement
• Paid time off, company holidays, and parental leave
• Employee Assistance Program
• Hybrid work environment with flexible hours
• Onsite perks including gym access and snacks
• Employee recognition programs celebrating milestones and achievements
• Growth opportunities within a supportive, team-oriented environment
  
  

ampliFI Loyalty Solutions embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills because we believe that the more inclusive we are, the greater impact we can make together.